Mildura Base Hospital
Ontario Avenue
Mildura VIC 3500
ph: 03 5022 3333
www.mildurabase.com .au
Tell us about your
experience
Patient/Consumer Feedback
Who do you talk to?
Risk Manager
Administration
Mildura Base Hospital
PO Box 620
Mildura Vic 3502
Phone: contact via main hospital switch –
(03) 50 223333
or
Email : mbhfeedback@ramsayhealth.com.au
Additional resources:
Your Privacy, Rights & Responsibilities
and The Australian Charter of Healthcare Rights
These brochures are available within all ward/department
areas of the hospital.
Further information:
Health Services Commission (HSC)
If you feel your concerns have not been resolved you can
make a written complaint to HSC.
The HSC is an independent statutory authority established to
receive and resolve complaints about health services.
Website: ww w.health.vic.gov.au /hsc
Unhappy with your care? Tell us about your main concern/s:
Happy with your care? Tell us what we did well:
Any suggestions? Do you have any suggestions for
improving what we do?
Resolution (if lodging a complaint please tell us about the
outcome you would like):
March2013.ReviewedbyMBHVolunteermembers
∆ Nurse
Catherine
with patient
Mr Graham
Burns with one
of the patient
communication
boards.
The hospital appreciates all feedback about
the services that are provided and the man-
ner in which they are delivered. All feedback
is seen by the hospital as an opportunity to
improve performance and service delivery.
Feedback provides the hospital with informa-
tion in regard to the patient or consumer
experience, both positive and negative.
As with incident notification, the hospital
also utilises the Victorian Health Incident
Management System (VHIMS) to record
and monitor reported patient and consumer
feedback. The RiskMan database of VHIMS
enables electronic recording of feedback de-
tails, including the seriousness or severity of
the feedback and the outcome for the patient
or consumer. This provides a streamlined ap-
proach to ensure that feedback is recorded,
investigated and followed up in timely
manner, providing an appropriate resolution
to the patient or consumer. It also allows
the hospital to effectively report and track
feedback received. The hospital’s reporting
processes also ensures that monthly reports
are provided to the hospital’s Executive
Team and Community Advisory Board.
In early June 2013, the hospital implement-
ed a new brochure titled “Tell us about your
experience – Patient/Consumer Feedback”.
The brochure provides some basic informa-
tion in regard to who our patients or families
may talk to if they have any concerns or are
unhappy about any aspect of their health-
care. The brochure also provides some more
specific details in regard to how to provide
formal feedback to the hospital, which may
either be a compliment, suggestion or com-
plaint.
0
5
10
15
20
25
30
Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
Consumer Feedback 2012/13
Complaints
Compliments
In April 2013, Patient Communication
Boards were installed at all patient bed-
sides throughout Mildura Base Hospital.
The boards are a vital communication tool
for the flow of information to patients, fam-
ily, visitors and all members of the multidis-
ciplinary care team. When utilised effective-
ly, the communication boards are a simple
tool for reducing risk, improving safety and
also aid in providing a positive experience
for our patients and families.
The whiteboards list basic non-confiden-
tial information about individual patient care
needs, such as the primary doctor, dietary
and mobility requirements. It allows staff to
know, at a glance, the specific needs of the
patient – if they are fasting, if they require
assistance with meals or if they need a
walking frame. From a patient and family’s
perspective, the boards will also inform
them who the patient’s primary nurse is for
the day and when the patient is expected to
be discharged. Perhaps most importantly,
it also has a communications section that
allows for the exchange of any messages
between the patient, family and hospital
staff – perhaps a request for a patient or
family to see a social worker or a request
from nursing staff to family about something
as simple as slippers to be brought in from
home.
The project was supported by the Rede-
signing Hospital Care Program and was de-
veloped in consultation with patients, carers
and staff, with the $30,000 cost funded by
the COAG Longstay Older Person Project.
Patient Communication Board
Quality and safety
It is a requirement of the Victorian Depart-
ment of Health for all public hospitals to
participate in the Victorian Patient Satisfac-
tion Survey (VPSM).
The Department of Health contract an ex-
ternal independent organisation called Ultra
Feedback to coordinate the survey across all
Victorian public hospitals and provide reports
every six months.
The report assists us to identify strategies
for improvement in services and patient
satisfaction. It helps us to track performance
over a period of time and compare with other
hospitals of a similar size.
The table (right) reflects data from the most
recent report which covers the period from
January to June 2013, and includes the
result from the previous six months for com-
parison and our peer hospital benchmark. All
scores are rated from 100.
Mildura Base Hospital was pleased to
have demonstrated improvement across
all areas over the reporting period. The
improved result for discharge and follow up
above the peer benchmark can be attributed
to several improvement initiatives through-
out the year:
• Discharge Planning Role – trial im-
plemented by Ward 3 Nurse Unit Manager
Kristjan Hobbs
• Access Manager Role development by
Ros Roberts
• Communication Boards implemented at
all bedsides.
The improved discharge and follow up
result is a good example of the improvement
work undertaken throughout the hospital
which is specifically targeted to improve our
patient experience, as evidenced by their
feedback.
Category
July-Dec
2012
Jan-June
2013
Same size Vic.
hospital score
Consumer
participation
77.5/100
79.6/100
81.3/100
Discharge and
follow-up
71.8/100
80.8/100
77.5/100
Physical
environment
72.5/100
75.3/100
76/100
Complaints
management
77.1/100
80.6/100
82.2/100
Treatment and
related informtaion
75.2/100
80.6/100
82.2/100
General patient
information
79.1/100
83.8/100
80/100
Access and
admission
68.7/100
76/100
77/100
Overall care
74.1/100
78.7/100
79/100
Victorian Patient Satisfaction Survey (VPSM)
Consumer Feedback
2012 - 2013
Quality of Care Report
3